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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
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HDI Technical Support Professional (TSP)

HDI Desktop Support Technician

Training Course Duration:  10 - 12 Hours 
Availability:    Online
Prerequisites:   None 
Certification: HDI 
Certification Exam Information 
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Course Overview

The technical support professional is a role that individuals assume when they assist with providing support services. This role services as an escalation point for support centers by providing level 2 or level 3 support. They may work directly with customers or with other departments to resolve issues related to the organizations products and/or the IT infrastructure that enables the business.

The HDI Technical Support Professional training focuses on customer service and service management best practices, emphasizing responsive incident escalation, the importance of metrics measurement, knowledge management, problem management, improving teamwork, and stress management.

This certification verifies that technical support professionals who serve as an escalation point by providing level 2 or level 3 support possess the latest skills and knowledge based on customer service and service management best practices. For all members of the support chain, this certification ensures professionals are equipped to provide superior technical support.

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This course focuses on:

  • Customer service best practices
  • Communications skills
  • Service management best practices and terms
  • Importance of being responsive to incident escalation and the need to log information properly
  • Purpose and value of quality assurance monitoring
  • Metrics used to monitor performance of the team, the individual, and how success is determined
  • Knowledge management best practices
  • How to improve problem solving and problem management
  • How to improve teamwork and relationships

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Course Outline:

Unit 1: Support Center Overview

  • The Support Organization’s Role in Business
  • Role of the Technical Support Professional
  • Value of the Technical Support Professional

Unit 2: Strategic Framework

  • Strategic Perspective
  • The Service Catalog
  • Service Level Management
  • Standard Operating Procedures
  • Business Alignment

Unit 3: Support Processes and Operations

  • Best Practices
  • ITIL
  • Service Operation Functions
  • Service Operation Processes
  • Service Design Processes
  • Service Transition Processes

Unit 4: Continual Service Improvement Process

  • Continual Service Improvement
  • Quality Assurance
  • Metrics
  • Performance Reporting

Unit 5: Support Delivery Methods & Technology

  • Support Center Infrastructure
  • Support Delivery Methods
  • Cloud Services
  • Remote Management
  • Service Management Systems

Unit 6: Communication Skills

  • Communicating with Stakeholders
  • Communication Barriers
  • Communication Filters
  • Communication Enablers
  • Global Communication
  • Vocal Elements
  • Body Language
  • Active Listening

Unit 7: Customer Management Skills

  • Your Customer’s Pyschological Needs
  • Empathy
  • Emotional Intelligence
  • Handling Conflict
  • Customer Competency Levels

Unit 8: Problem-Solving and Troubleshooting Skills

  • Problem-Solving Approach
  • Questioning Skills
  • Handling Escalations
  • Investigation and Diagnosis
  • Root Cause Analysis
  • Effective Documentation

Unit 9: Teamwork, Time Management, and Stress Management

  • Teamwork
  • Time Management Skills
  • Stress Management Skills

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Who Should Take This Course:

  • Technical support professionals who serve as the escalation point for one or more support centers and desktop support teams
  • Individuals who are preparing for the HDI Technical Support Professional certification exam

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Further Details:

The HDI Certification Exam is included in this Online Course pricing.

For pricing please to go to our Price Guide and apply appropriate member level discount or contact HDAA  on T: 1300 130 447.


- View our Training Calendar.

- View our Training Courses.

- View our Learning Methods.

- View our Exam Information.

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For more information, please contact HDAA on T: 1300 130 447

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